Client Relationship Management Past Paper PDF

PSGR Krishnammal College for Women Peelamedu, Coimbatore - 641004 Client Relationship Management - CG21C12 - Questions S.No Questions 1 ServiceNow is a --------- provider of ent...

PSGR Krishnammal College for Women Peelamedu, Coimbatore - 641004 Client Relationship Management - CG21C12 - Questions S.No Questions 1 ServiceNow is a --------- provider of enterprise service management software. Option 1 Software as a service Option 2 Platform as a service Option 3 Infrastructure as a service Option 4 IT as a service Answer 1 0 Client Relationship Management 2 ServiceNow brings -------- on the cloud platform. Option 1 strategy Option 2 design Option 3 Transition Option 4 All of the above Answer 4 0 Client Relationship Management 3 IT service management (ITSM) is a collection of -------- for the management Option 1 Policies and processes Option 2 Administration and behavior Option 3 Guideline and process. Option 4 Management and delivery Answer 1 0 Client Relationship Management 4 Manage and track incidents as well as service requests for new services, software, or hardware Option 1 Incident management Option 2 Problem management Option 3 Request management Option 4 Process management Answer 1 0 Client Relationship Management 5 ------- are the individuals who use the ServiceNow within an organisation Option 1 Groups Option 2 Tables Option 3 Users Option 4 Roles Answer 3 0 Client Relationship Management 6 A ------ is a set of users who share a common purpose Option 1 Groups Option 2 Roles Option 3 Tables Option 4 users Answer 1 0 Client Relationship Management 7 ------- can assign roles quickly to multiple users by adding the users to the group Page 1 of 16  S.No Questions Option 1 Administrators Option 2 Groups Option 3 Users Option 4 HR Answer 1 0 Client Relationship Management 8 To view a profile navigate to the ------- Properties table and set the value. Option 1 Software Option 2 System Option 3 Customer Option 4 User Answer 2 0 Client Relationship Management 9 -------- is a highly useful tool for administrators and developers, allowing them to view the instance. Option 1 Impersonate user Option 2 Inculcate user Option 3 Personate user Option 4 Individual user Answer 1 0 Client Relationship Management 10 ------- indicates that other tables are able to extend this table. Option 1 Extensible Option 2 Resistance Option 3 Retractable Option 4 Adding table Answer 1 0 Client Relationship Management 11 ------- is expressed as a floating point data. Option 1 Latitude Option 2 Longitude Option 3 Old latitude Option 4 Old longitude Answer 2 0 Client Relationship Management 12 Latitude from upgraded versions of servicenow expressed in any format other than floating point appears in a column are called Option 1 Latitude Option 2 Longitude Option 3 Old latitude Option 4 Old longitude Answer 3 0 Client Relationship Management 13 What is the full form of CMDB? Option 1 Client management database Option 2 Configuration management database Option 3 Control management database Option 4 Customer management database Answer 2 Page 2 of 16  S.No Questions 0 Client Relationship Management 14 ----- defines what data a user can access and how they can access it in service now. Option 1 ACL Option 2 Impersonate user Option 3 Parent table user Option 4 Child table user Answer 1 0 Client Relationship Management 15 A ------- in ServiceNow represents a packaged solution to manage business tasks and deliver services. Option 1 Application Option 2 Software Option 3 Task table Option 4 Deliver table Answer 3 0 Client Relationship Management 16 Typically before automation the contacts with a customer can be managed by ---------. Option 1 Phone Option 2 Gmail Option 3 FAX Option 4 Servicedesk Answer 1 0 Client Relationship Management 17 ------- helped in increasing customer satisfaction from order to end product. Option 1 ERP Option 2 CRM Option 3 SCM Option 4 SAP Answer 2 0 Client Relationship Management 18 A successful CRM increases production and profit throughout the Option 1 Customer lifecycle Option 2 User increasement Option 3 Client management Option 4 Customer increasement Answer 3 0 Client Relationship Management 19 Which of the following options includes relationship management with external stakeholders in the value chain? Option 1 Analytical CRM Option 2 eCRM Option 3 Collaborative CRM Option 4 Processing CRM Answer 2 0 Client Relationship Management 20 ------- characterizes the game plan of fields on a frame or a rundown Option 1 View Option 2 Groups Page 3 of 16  S.No Questions Option 3 Field frame Option 4 Table Answer 3 0 Client Relationship Management 21 ___________If true, automatically closes a map information window before opening a new one. Option 1 google.maps.key Option 2 google.maps.private.key Option 3 google.maps.auto_close Option 4 None of the above Answer 3 0 Client Relationship Management 22 The _________ needs the following fields: name, longitude, latitude. Option 1 String Option 2 Table Option 3 google.maps.zoom Option 4 Location Answer 2 0 Client Relationship Management 23 _________ can be used to filter groups based on whether they are typically involved in the incident management process. Option 1 Type Option 2 Groups Option 3 Location Option 4 all of the above Answer 1 0 Client Relationship Management 24 The instance can automatically assign a task to a user or group based on pre-defined conditions by using data. Option 1 lookup rules and assignment rules. Option 2 lookup rules Option 3 assignment rules Option 4 business rules Answer 1 0 Client Relationship Management 25 The _____allows you to automatically set a value in the assigned_to and assignment_group fields when a set of conditions occurs. Option 1 data lookup module Option 2 workflow module Option 3 Assignment rules module Option 4 all of the above Answer 3 0 Client Relationship Management 26 what are the options to define when a rule runs? Option 1 On form change Option 2 On record insert Option 3 On record update Option 4 All of the above Answer 4 0 Page 4 of 16  S.No Questions Client Relationship Management 27 An alternative to creating data lookup or assignment rules is to create one or more______ that assign a task record as part of a workflow. Option 1 business rules Option 2 Task Option 3 workflow tasks Option 4 data lookup Answer 3 0 Client Relationship Management 28 Assignment rules are designed to run at the time you _______ a record. Option 1 delete Option 2 resume Option 3 close Option 4 open Answer 4 0 Client Relationship Management 29 _________________ are a feature in ServiceNow that allows you to set and track a set of expectations surrounding the delivery of a given service Option 1 SLAs (Service Level Agreements) Option 2 data lookup Option 3 workflow tasks Option 4 None of the above Answer 1 0 Client Relationship Management 30 _________ are a user-friendly way to control whether fields on a form are mandatory, read-only, or even whether they're visible. Option 1 Catalog UI policies Option 2 UI policies Option 3 Data policies Option 4 ALCs Answer 2 0 Client Relationship Management 31 If _____ is not selected, then the UI policy simply does nothing. Option 1 TRUE Option 2 leave alone Option 3 Reverse if false Option 4 FALSE Answer 3 0 Client Relationship Management 32 When an update is made, the condition on the UI policy is__________. Option 1 re-evaluated Option 2 reformed Option 3 closed Option 4 opened Answer 1 0 Client Relationship Management 33 Data policies are closely linked to _____ in terms of behavior and functionality. Option 1 ALCs Option 2 UI policies Page 5 of 16  S.No Questions Option 3 both a and b Option 4 scripting policies Answer 2 0 Client Relationship Management 34 ALCs expansion Option 1 Arithmetic and Logic Circuits Option 2 Access Control Lists Option 3 Access Control length Option 4 None of the above Answer 2 0 Client Relationship Management 35 Access Control Lists and otherwise known as ______ Option 1 Security Rules Option 2 business rules Option 3 assignment rules Option 4 data lookup rules Answer 1 0 Client Relationship Management 36 ___________ consists of classes and methods that are available to scripts executing on the server Option 1 Client-side API Option 2 GlideRecord Option 3 Sripts Includes Option 4 Server-side API Answer 4 0 Client Relationship Management 37 __________operators determine how the database query is formed on the server. Option 1 Methods Option 2 constructors Option 3 Class Option 4 Query operator Answer 4 0 Client Relationship Management 38 The______ method is for checking if the currently logged in user has a specific role Option 1 hasRole() Option 2 eventQueue() Option 3 getProperty() Option 4 None of the above Answer 1 0 Client Relationship Management 39 ____ will support the scripting if you enable the advanced view Option 1 business rules Option 2 script includes Option 3 UI script Option 4 All of the above Answer 1 0 Page 6 of 16  S.No Questions Client Relationship Management 40 Each script includes defines a _____ Option 1 object Option 2 class Option 3 package Option 4 project Answer 2 0 Client Relationship Management 41 Client Scripts are written in __________ language. Option 1 Python Option 2 R programming Option 3 Java Script Option 4 jQuery Answer 3 0 Client Relationship Management 42 How many types of Client Scripts are there? Option 1 5 Option 2 7 Option 3 2 Option 4 4 Answer 4 0 Client Relationship Management 43 Which of the following is the classes of Client-side Glide APIs? Option 1 onChange Option 2 GlideAjax Option 3 setDisplay Option 4 isLoading Answer 2 0 Client Relationship Management 44 Which of the function is to be executed on the completion of onCellEdit script? Option 1 sysIDs Option 2 table Option 3 oldValues Option 4 callback Answer 4 0 Client Relationship Management 45 Buttons, form links, and context menu items are all examples of what type of functionality? Option 1 Business Rule Option 2 UI Action Option 3 Client Script Option 4 UI Policy Answer 2 0 Client Relationship Management 46 For debugging client-side scripts, many developers use _________ to write information to browser debuggers Option 1 jslog() Option 2 log() Option 3 console.log() Page 7 of 16  S.No Questions Option 4 work.log() Answer 3 0 Client Relationship Management 47 The _____________ function is called by the UI Policy at runtime. Option 1 onCondition() Option 2 onload() Option 3 onChange() Option 4 onRecord() Answer 1 0 Client Relationship Management 48 UI Policy scripts use the ____________ to execute script logic based on whether the UI Policy condition tests true or false. Option 1 Client-side debugging Option 2 Server-side scripting Option 3 Client-side API Option 4 Sever-side debugging Answer 3 0 Client Relationship Management 49 Data Policies are ______________ Option 1 Record updated Option 2 Used to execute scripts for advanced logic Option 3 Independent on how a record is updated Option 4 Script-free Answer 4 0 Client Relationship Management 50 GlideAjax is one of the most important client-side APIs, as it allows you to execute Option 1 Server-side code Option 2 User requests Option 3 User’s browser causing it to slow down Option 4 Client-side code Answer 1 0 Client Relationship Management 51 A Script Include that defines a single function is known as Option 1 On demand/classless Option 2 Extend an existing class Option 3 Define a new class Option 4 Client callable class Answer 1 0 Client Relationship Management 52 UI Actions are used in ___________ Option 1 Client-side Option 2 Server-side Option 3 Both Client and Server-side Option 4 Administrator access Answer 3 0 Client Relationship Management 53 All the incoming email into the system is classified as ________ Page 8 of 16  S.No Questions Option 1 2 types Option 2 3 types Option 3 4 types Option 4 5 types Answer 2 0 Client Relationship Management 54 Which one of the following about Client Script is false? Option 1 Execute on form save/submit/update Option 2 Execute on form load Option 3 Require control over order of execution Option 4 Set field attributes with no scripting Answer 3 0 Client Relationship Management 55 ______________ are special records the system uses to log when certain conditions occur and to take some kind of action in response to the conditions Option 1 Glide properties Option 2 Email templates Option 3 Incidents Option 4 Events Answer 4 0 Client Relationship Management 56 Simple Reference Qualifiers use ________ to create simple filters. Option 1 If/else conditions Option 2 AND/NOT conditions Option 3 Filter Properties Option 4 sys_ref_qual_filter property Answer 2 0 Client Relationship Management 57 Your instance has a global function called ____________ that triggers from a business rule when certain conditions occur Option 1 gs.eventQueu Option 2 [sysevent] table Option 3 g_instance Option 4 global_events() Answer 4 0 Client Relationship Management 58 Which of the following macros adds a single query condition ? Option 1 myArray Option 2 while condition Option 3 vargr vargror Answer 3 0 Client Relationship Management 59 ____________ call is usually the best way to get the server-side data that we might need for a client-side script Option 1 GlideRecord Option 2 Asynchronous GlideAjax Option 3 UI Scripts Option 4 Script Includes Answer 2 Page 9 of 16  S.No Questions 0 Client Relationship Management 60 onCellEdit client scripts are highly similar to _________ client scripts Option 1 onChange Option 2 onSubmit Option 3 onLoad Option 4 onEdit Answer 1 0 Client Relationship Management 61 which format it gets downloaded? Option 1 XML FORMAT Option 2 Plain Text (TXT) format Option 3 PDF format Option 4 Any format you desire Answer 1 0 Client Relationship Management 62 SAP Workflow was developed by Option 1 Frederick Taylor Option 2 both a and c Option 3 henry gandtt Option 4 John mccain Answer 2 0 Client Relationship Management 63 Which of the following common conceptions about self-managed teams (SMT) is true? Option 1 leaders lose power in the transition to teams Option 2 it may take several years for a self-managed team to become fully operational Option 3 if your group employees in a team they will function as a team Option 4 not so functional everything Answer 3 0 Client Relationship Management 64 Which among the following is incorrectly matched? Option 1 LAN Local Area Network Option 2 WAN Wide Area Network Option 3 MAN Main Area Network Option 4 IP Internet Protocol Answer 4 0 Client Relationship Management 65 CRM is a business philosophy that aims at maximizing ___ in the long run Option 1 Organization value Option 2 Customer value Option 3 Business value Option 4 Software value Answer 2 0 Client Relationship Management 66 Enhance Customer Relationship Management started in ___. Option 1 1970 Option 2 1980 Page 10 of 16  S.No Questions Option 3 1990 Option 4 1985 Answer 3 0 Client Relationship Management 67 The objective of data mining is to detect ___ relationships among data Option 1 Customer Option 2 Application Option 3 Vendor Option 4 Hidden Answer 4 0 Client Relationship Management 68 EAI stands for ___ Option 1 External Authoring Interface Option 2 Enterprise Application Integration Option 3 Equal Appearing Interval Option 4 application enterprise Answer 2 0 Client Relationship Management 69 The entire sales pipeline is affected by ___ reporting Option 1 Consistent Option 2 Inconsistent Option 3 Overall Option 4 entire Answer 2 0 Client Relationship Management 70 ___ is part customer automation and part sales force automation Option 1 Data Force Automation Option 2 Field Force Automation Option 3 Customer Force Automation Option 4 SalesForce Automation Answer 2 0 Client Relationship Management 71 The ___ e-mail management is totally considered as a service oriented activity. Option 1 Client Option 2 Server Option 3 Inbound Option 4 Outbound Answer 3 0 Client Relationship Management 72 The ___ protocol is the most commonly used enabling technology in tackling integration Option 1 Session Initiation Option 2 Session Transmission Option 3 Network Option 4 Data Transfer Answer 1 0 Client Relationship Management Page 11 of 16  S.No Questions 73 ___ is a technology that computerizes interactions with telephone callers Option 1 Software Response Option 2 Interactive Voice Response Option 3 Application Response Option 4 voice recognition Answer 2 0 Client Relationship Management 74 __ is a kind of speech production application and translates text into speech Option 1 Voice Speech Recognition Option 2 Tongue Option 3 Text-to-Speech Option 4 technical support Answer 3 0 Client Relationship Management 75 One of the basic features of CTI is ___ Option 1 Protocol identification Option 2 Caller identification Option 3 Customer identification Option 4 Communication Answer 2 0 Client Relationship Management 76 OLAP stands for ___ Option 1 Online Asynchronous Processing Option 2 Overload Array Processing Option 3 Online Application Processing Option 4 Online Analytical Processing Answer 4 0 Client Relationship Management 77 ___ is the API for media binding in CTI. Option 1 TAPI Option 2 TSAPI Option 3 JTAPI Option 4 MTAPI Answer 3 0 Client Relationship Management 78 In Web-enabled CTI, interaction with customers is through the ___. Option 1 Product reporter Option 2 Manager Option 3 Internet Option 4 online marketing Answer 3 0 Client Relationship Management 79 ___ outlines the interactions between a user and an application Option 1 Technical specification document Option 2 Functional specification document Option 3 Project user training plan Option 4 Use case Page 12 of 16  S.No Questions Answer 1 0 Client Relationship Management 80 ___ provides an IVR system to take confidential inputs from the customers Option 1 CTI Option 2 CIT Option 3 PTI Option 4 PIT Answer 1 0 Client Relationship Management 81 What is a Service Portal? More than one response may be correct.A ServiceNow user interface (UI) Option 1 An alternate user experience to the standard ServiceNow user interface Option 2 An intuitive way for users to interact with the Now Platform Option 3 A ServiceNow user interface available for desktop, tablet, and smartphone Option 4 A widget-based user interface Answer 1 0 Client Relationship Management 82 Which one of the following is NOT part of the Service Portal Configuration tools? Option 1 Designer Option 2 page editor Option 3 widget Editor Option 4 New Portal Answer 3 0 Client Relationship Management 83 Which module in Service Catalog application is used to create catalog item? Option 1 Maintain Categories Option 2 Maintain Items Option 3 Content Items Option 4 Items Answer 2 0 Client Relationship Management 84 Which of the following would not appear in History section of application navigator? Option 1 Records Option 2 Pages Option 3 Lists Option 4 Forms Answer 2 0 Client Relationship Management 85 Which term refers to application menus and modules which you may want to access quickly and often? Option 1 Breadcrumb Option 2 Favorite Option 3 Tag Option 4 Bookmark Answer 2 0 Client Relationship Management 86 Which term best describes something that is created, has worked performed upon it, and is eventually moved to a state of closed? Option 1 report Page 13 of 16  S.No Questions Option 2 workflow Option 3 event Option 4 task Answer 4 0 Client Relationship Management 87 Buttons, form links, and context menu items are all examples of what type of functionality? Option 1 Business Rule Option 2 UI Action Option 3 Client Script Option 4 UI Policy Answer 2 0 Client Relationship Management 88 What is a formatter? Select one of the following. Option 1 A formatter allows you to configure applications on your instance Option 2 A formatter is a form element used to display information that is not a field in the record Option 3 " A formatter allows you to populate fields automatically Option 4 A formatter is a set of conditions applied to a table to help find and work with data Answer 2 0 Client Relationship Management 89 Which one of the following statements describes the contents of the Configuration Management Database (CMDB)? Option 1 The CMDB contains data about tangible and intangible business assets Option 2 The CMDB contains the Business Rules that direct the intangible, configurable assets used by a company Option 3 The CMDB archives all Service Management PaaS equipment metadata and usage statistics Option 4 The CMDB contains ITIL process data pertaining to configuration items Answer 1 0 Client Relationship Management 90 Which one of the following statements describes the purpose of a Service Catalog workflow? Option 1 "A Service Catalog workflow generates three basic components : item variable types, tasks, and approvals Option 2 Although a Service Catalog workflow cannot send notifications, the workflow drives complex fulfillment processes Option 3 A Service Catalog workflow is used to drive complex fulfillment processes and sends notifications to defined users or groups Option 4 A Service Catalog workflow generates three basic components : item variable types, tasks, and notifications Answer 3 0 Client Relationship Management 91 Which of the following statement describes the purpose of an Order Guide? Option 1 Order Guides restrict the number of items in an order to only one item per request Option 2 Order Guide provide a list of guidelines for Administrators on how to set up item variables Option 3 Order Guide provide the ability to order multiple, related items as one request Option 4 Order Guides take the user directly to the checkout without prompting for information Answer 3 0 Client Relationship Management 92 Which type of interface enables you to display multiple performance analytics, reporting and other widgets on a single screen? Option 1 Form Option 2 List Option 3 Dashboard Option 4 Timeline Answer 3 Page 14 of 16  S.No Questions 0 Client Relationship Management 93 What is a Dictionary Override? Option 1 A Dictionary Override is an incoming customer update in an Update Set which applies to the same objects as a newer local customer update IT Certification Guaranteed , The Easy Way! Option 2 A Dictionary Override is the addition, modification, or removal of anything that could have an effect on ITservices Option 3 A Dictionary Override is a task within a workflow that requests an action before the workflow can continue Option 4 A Dictionary Override sets field properties in extended tables Answer 4 0 Client Relationship Management 94 Which tool is used to have conversations with logged-in users in real-time? Option 1 Connect Chat Option 2 Now Messenger Option 3 User Presence Option 4 Comments Answer 1 0 Client Relationship Management 95 What are the two aspects to LDAP Integration? Option 1 Data Population Option 2 "Data formatting " Option 3 Authorization Option 4 Authentication Answer 4 0 Client Relationship Management 96 Where do you specify the viewport size at which a portal element should appear or disappear? Option 1 Page Option 2 Container Option 3 Column Option 4 Widget Answer 3 0 Client Relationship Management 97 Which Service Portal framework tool is used to restrict access to a widget by role? Option 1 Designer Option 2 Page Editor Option 3 Widget Editor Option 4 Portal Access Editor Answer 4 0 Client Relationship Management 98 Which one of the following is a true statement about portal row layouts? Portal row layouts are based on AngularJS? Option 1 Portal row layouts are based on user-defined records Option 2 Portal row layouts are based on widget type Option 3 Portal row layouts are based on Bootstrap's grid system Option 4 Portal row layouts are based on device type Answer 4 0 Client Relationship Management 99 _________ includes predefined conversations designed to help both your IT fulfillment professionals and users complete common tasks, such as resolving an incident, resetting a password, and creating an incident. Option 1 ITSM Virtual agent Page 15 of 16  S.No Questions Option 2 ITIL Option 3 Client side API Option 4 Server side API Answer 1 0 Client Relationship Management 100 _______Portal allows you to build a mobile-friendly self-service experience for your users. Option 1 Designer Option 2 client Option 3 Service Option 4 Page editor Answer 3 0 Client Relationship Management Page 16 of 16